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For eBusiness & Channel Strategy Professionals

2015 Retail Omnichannel Functionality Benchmark

Upgrade Process, Metrics, And Technology For Omnichannel Success

May 6, 2016

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Why Read This Report

Forrester used its Retail Omnichannel Functionality Benchmark methodology to assess 20 leading retailers across the UK and US to help retail digital business executives better understand how their omnichannel capabilities match up against peers and best practices. Our benchmark reveals a high variance of overall scores ranging from 31 to 78 out of 100, reflecting a difference in investment as well as the difficulty of implementing omnichannel initiatives across four key categories: online experience, channel consistency, in-store pickup, and in-store experience.

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Table of Contents

  • Forrester's Omnichannel Benchmark Methodology
  • Omnichannel Capabilities Span A Wide Spectrum
  • Even Omnichannel Leaders Face Touchpoint Disconnect
  • Omnichannel Fulfillment Success Hinges On Speed And Availability
  • Recommendations

  • Upgrade Process, Metrics, And Technology For Omnichannel Success
  • How Forrester Can Help

  • Identify Your Omnichannel Strengths And Weaknesses
  • Supplemental Material
  • Related Research Documents

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